Service Delivery & Improvement Manager

South Yorkshire Mayoral Combined Authority; Sheffield; Hybrid; GBP 61,000 - 67,000; Full time

Benefits offered by this job

Local Government Pension Scheme

Hybrid working

Flexible Hours Scheme

Training and qualifications

Cycle-to-Work schemes

Professional Membership Fees

Job summary

South Yorkshire Mayoral Combined Authority is recruiting a Service Delivery & Improvement Manager to lead the Live Operations service, drive ITIL-aligned practices and improve the reliability of digital services. The role focuses on data-informed improvement, incident leadership and value delivery for the organisation.

You will manage teams across service delivery and digital service improvement, balancing priorities and embedding best practices while operating in a hybrid model at the Sheffield

Qualifications

• Strong practical knowledge of ITIL and service management in complex environments.
• Experience leading teams and managing competing service priorities.
• Experience in incident, problem, change, service transition and continual improvement.

Responsibilities

• Lead the service delivery, workplace support and digital service improvement teams.
• Develop and embed ITIL-aligned service management practices across DTS.
• Monitor service performance using data, feedback and root-cause analysis for continual improvement.
• Lead major incident response, problem management and Change Advisory Board governance.
• Oversee service transition and operational readiness for new/changed digital services.
• Oversee the DTS service catalogue, IT asset lifecycle governance and digital adoption.

Skills

ITIL

Service improvement

Incident & problem management

Change governance

Data-driven decisions

Team leadership

Stakeholder engagement

Job description

Service Delivery & Improvement Manager

Application Deadline: 1 November 2026

Department: Digital & Technology Services

Employment Type: Permanent - Full Time

Location: Sheffield Head Office

Reporting To: Head of Live Operations

Compensation: £61,352 - £66,514 / year

Description

• Hours: 37 hours
• Contract: Permanent - Full Time
• Salary: £61,352 - £66,514
• Location: Sheffield (hybrid working)

South Yorkshire Mayoral Combined Authority is going through a significant period of digital change. We are modernising our technology, strengthening how live digital services are managed and improving the experience colleagues have when using technology across the organisation.

We are looking for an experienced Service Delivery & Improvement Manager to join our Digital and Technology Services (DTS) team and lead our service delivery and improvement function within Live Operations.

This is a broad service management role with responsibility for helping shape how ITIL practices are applied across DTS, improving the performance and quality of live services and making sure new and changed technology is ready to move into operational support.

You will join DTS at a point when we are investing in new platforms, strengthening our service management approach and improving how we use data, customer insight and continual improvement to deliver reliable, user-focused digital services.

About the role

As Service Delivery & Improvement Manager, you will lead the development and continual improvement of IT service management across Digital & Technology Services, helping us provide reliable, responsive and user-focused digital services.

You will lead the Service Delivery & Improvement function and work across DTS to embed proportionate ITIL practices, improve service performance and strengthen how new and changed services move into live operation.

A key part of the role will be using service data, customer feedback and operational insight to identify where services can work better, while providing leadership during major incidents and helping colleagues make effective use of digital technology.

Key responsibilities include:

• Leading and developing the team across service delivery, workplace support and digital service improvement, setting priorities and building capability.
• Developing and embedding ITIL-aligned service management practices across DTS.
• Monitoring service performance and using data, feedback and root-cause analysis to drive continual improvement.
• Leading major incident response, problem management and change governance, including the Change Advisory Board.
• Leading service transition and operational readiness for new and changed digital services.
• Overseeing the DTS service catalogue, IT asset lifecycle governance, digital adoption and service communications.

The role also participates in the DTS out-of-hours on-call rota.

About you

You will be an experienced IT service management professional who is experienced leading people, improving services and working across technical and non-technical teams.

You will bring:

• Strong practical knowledge of ITIL and experience applying service management practices in a complex environment.
• Experience leading and developing teams and managing competing service priorities.
• Experience across areas such as incident, problem, change, service transition and continual improvement.
• Strong analytical skills, with the ability to use service data and customer insight to identify issues and improve performance.
• Good judgement and the ability to make decisions during service disruption or where information is incomplete.
• Strong communication and influencing skills, with the confidence to challenge constructively and build effective relationships with colleagues, senior leaders, project teams and suppliers.
• A practical approach to service improvement, with a focus on making digital services easier to use, reliable and sustainable.

Benefits

All colleagues have access to a Local Government Pension Scheme and the chance to be part of an organisation where you can really make a difference. Located in Sheffield City Centre, we are well-placed for transport links and encourage employees to take advantage of the active travel facilities. Work/life balance is extremely important to us here at SYMCA with our recognised family/friendly policies, genuine work flexibility, recognition, and shared success.

In addition to the above, some of our benefits include:

• Holiday Entitlement – From 28 to 36 days annual leave entitlement (depending on length of service) plus bank holidays. Pro-rata for part time colleagues.
• Annual Leave Purchase Scheme – The ability to purchase up to a further 15 days per year in additional to your normal annual leave
• Hybrid working – Our offices are a space where we come together and collaborate. Most of our roles are offered on a hybrid basis with the exception of some support roles being onsite full time. Please note, unless specified within the job advert, we cannot accommodate remote working contracts.
• Flexible Hours Scheme – Most roles within SYMCA work under the Flexi-Scheme which allows office-based employees' flexibility and discretion over their working hours. Under the scheme employees can accrue a defined amount of credit or debit of working hours, and to take time-off in the form of Flexi-Leave or banked Annual Leave.
• Rewarding You - Reducing everyday expenses through discounts, benefits, financial advice, wellbeing solutions and more with Reward Gateway and Cycle-to-Work schemes.
• Training on the job - Support with upskilling skills through on-the-job training and qualifications
• Professional Membership Fees – Where membership to Professional bodies is applicable to your role, SYMCA will reimburse your membership fees where applicable and following approval by Line Management.

Diversity at South Yorkshire Combined Mayoral Authority

Our workforce is made up of a diverse community, where we all belong and feel part of something bigger. We are committed to equality of opportunity and welcome applications from individuals, regardless of age, gender, ethnicity, disability, sexual orientation, gender identity, socio-economic background, religion and/or belief.

All employees are eligible to request Flexible Working arrangements from day one of employment as such all requests will be considered subject to operation requirements.

Where candidates share disabilities within the application process, if they demonstrate that they meet all essential criteria from the Role Profile within their application, they will automatically be invited to interview.

If you require any reasonable adjustments throughout the process, please contact [e-mail] or include within your application form detailing the adjustment and how it will assist in managing any barriers.